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Abstract

The role of reference services in libraries has evolved significantly in the 21st century, driven by technological advancements and changing user needs. This paper explores how reference services have transitioned from traditional, desk-centric interactions to encompass a wide array of platforms and tools, including digital innovations and generative AI. The decline in reference transactions has prompted librarians to adapt, shifting focus towards more complex consultations and instructional roles, while also navigating the blurred boundaries between reference assistance and formal instruction. The paper also examines the updated definitions and limitations of reference services by the Reference and User Services Association (RUSA), which have influenced how libraries classify and report reference activities. Emphasizing the impact of social media, machine learning, and AI, this work highlights both the challenges and opportunities for reference librarians in redefining their roles to meet users' evolving information needs. The future of reference services will depend on how libraries embrace these technological changes and reimagine their mission in an increasingly AI-driven landscape.

About Author

Dr. Johanna Tunon has been teaching INFO 210 (Reference and Information Services) for SJSU’s School of Information for more than a decade. She holds a doctorate in instructional technology and distance education from Nova Southeastern University and a MLIS in library science from Texas Woman’s University. She retired after 25 years from her position as Director of Distance and Instructional Library Services at the Alvin Sherman Library, a joint-use library in south Florida.

Recommended Citation

Tunon, J. (2024). Redefining reference services in the 21st century. School of Information Student Research Journal, 14(2), Article 3. https://scholarworks.sjsu.edu/ischoolsrj/vol14/iss2/3

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